my SIM card ( Public Mobile) stopped working

[Member]

Was asked my Si mon ( virtual assistant) to see if any other SIM card works on my phone.Had a chance to test it and yes any other sim will work. No issues phone is unlocked.

Simon also asked if my SIM card would work on other phones? Took time to investigate ,but sadly it won't respond!

Since yesterday its not working.I m not certain if anyone can help me I did all I was told to do.Put on airplane mode, turn off, turn back on etc etc.

When I travel I change my sim to local ( country I'm in SIM card) I have done it with Public several times.Yesterday when I reinserted my public mobile sim it won't work. Account is in good standing and all pre paid and my phone is working fine with other SIM cards.Thanks 

[Member]

so I now was able to receive new SIM card.Please how to activate keeping my phone number.My account is paid in full, but the sim stopped working.Now want to place the new SIM card.how to proceed?Thanks

[Member]

thanks JL9 :good to know.

[JL9]

If you need a new sim card you can currently get one at Canadian Cell Supplies for 2.99.

[Member]

Thank you very much for trying to help out.

As I stated in my original post my phone is dead ,so I can not even call 611 or any other number.

No data no calling no service.Account is active and paid up to date.I have done it few times in the past that I removed my sim on travels and re inserted it after and it ALWAYS worked.Not this time.

My phone will accept and work with any other than ( my PM sim) will work fine.

Simon ( public mobile artificial intelligence ) suggested to do all above you suggested and more today.I really tried my best to have it working...Try to go with no service for 2 days already.... Not good..

If I put my PM SIM card in any other unlocked phone it will not work.

I do appreciate everyone response.Thank you.

[esjliv]

@Member  - I thought I read another member today had this issue where they came back to Canada and inserted their SIM card and it no longer worked..strange. 

Is your account ACTIVE?  https://selfserve.publicmobile.ca/Overview/

You can also call 611 to check from your device.

If ACTIVE, try performing a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

If issues persist, submit a ticket to CSA for assistance.

edit...see HALIMACS post for methods to contact CSA.

[HALIMACS]

@Member 

Log into self-serve account in the My Profile section to the right, then go to the Change SIM card option. 

Note the last 4 digits displaying on that screen.

Now, make sure your PM SIM card contains the same last 4 digits.

[Member]

There is no error message.

THE PHONE  NO DIAL SOUND, NOT  RECEIVING MESSAGES.NO DATA.Nothing!

Yet if I insert any other SIM card ( as per Simon's instructions) I have no issues it works fine.

was following Simon's instructions all day.

[HALIMACS]

@Member 

If your account status is displaying as ACTIVE, it sounds like your SIM card/account may need to be re-provisioned.

Contact the Customer Support agents and let them know, then report back if they were able to remedy.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[softech · Accepted solution]

@Member   .    So, what exactly is the error message?  NO SIM?  SIM not provisioned?  No Network?

Yes, SIM could be defective after taking in and out couple times.  Did you try to put your SIM in another phone?  if same result, then likely it it is a defective SIM issue

let us know what error you see from the phone and if you tested it on other phone.  

If you need a new SIM, get one from store for around $10.  Once you got it, just login to My Account and click Change SIM card and select to use email to get the 2FA code.  This is usually a quick process.